Cloud Operations Manager

About the Opportunity:As a Cloud Operations Manager within the organization, you will play a pivotal role in ensuring clients receive unparalleled support and service. If fanatical client support is what drives you, then this is the role for you. You will lead and inspire a team of skilled support technicians and administrators operating in a 24x7x52 support model, fostering a culture of collaboration, accountability, and continuous improvement. Your passion for technology and dedication to client success will be instrumental in maintaining the organization's reputation as a trusted partner.What You'll Do:Lead and manage a high-performing team of support technicians, administrators and engineers, fostering a culture of ownership, accountability, and operational excellence in a 24/7/52 ITIL based support model. Cultivate a group culture of helpfulness, support, and collaboration which has client outcomes in mind. Oversee all aspects of the cloud support team's operations, including daily task management, performance monitoring, incident resolution, service requests, and professional development. Lead troubleshooting and incident management efforts, both from a technical and/or procedural perspective, ensuring adherence to incident, problem, and change management processes, and escalate issues to other teams when necessary. Develop, maintain, and train on documentation for standard operating procedures, best practices, and client-specific runbooks. Collaborate effectively with cross-functional teams to communicate needs, share feedback, and ensure alignment on ongoing projects and upcoming events. Analyze support data to identify trends, implement process improvements, and reduce incident rates. Ensure compliance with industry compliance standards such as FedRAMP, HIPAA, HiTRUST, IRS-1075, and others. Champion operational initiatives and drive process improvements.The Skills You'll Need:Client Focus: Passion for delivering outstanding client service and building strong client relationships.Leadership and Communication: Demonstrate exceptional leadership by fostering a high-performing, collaborative team environment where employees are empowered, engaged, and committed to continuous improvement and delivering outstanding client experiences. Effectively communicate internally and externally to audiences ranging from internal contributor to executive.Technical Expertise: Solid understanding of Azure, systems administration, and ITIL best practices as well as expert troubleshooting experience in cloud infrastructure.Problem-Solving and Analytical Skills: Ability to analyze complex technical issues, identify root causes, and implement effective solutions.Adaptability and Resilience: Thrive in a dynamic and fast-paced environment, effectively managing multiple priorities and deadlines.Qualifications:5+ years of experience leading technical support teams, preferably in a cloud environment. Solid working knowledge of Azure. How to manage and maintain it. Experience with incident, problem, and change management processes. Familiarity with ITIL best practices and service management frameworks. Excellent communication, interpersonal, and leadership skills. Passion for client service and commitment to exceeding expectations. Ability to pass a federal background check for Public Trust Fitness.Preferred Qualifications:Relevant industry certifications (e.g., ITIL, Azure Administrator). Knowledge of IT security best practices.Disclaimer RemoteHunter isn’t the EOR (Employer of Record) for this position. Instead, our role in this specific opportunity is to link outstanding candidates with a top-tier employer.